Now Assist vs Predictive Intelligence

[Mohammedryw]

Hi,

I'm trying to understand how Now Assist and PI Similarity are different, since I can ask Now assist to find me similar/related incidents, but is this not what PI Similarity does? 

Another related question is how PI is used in conjunction with AWA? Or can they be used seperately? 

Thanks

[Tanushree Maiti]

Hi   @Mohammedryw 

how Now Assist and PI Similarity are different?

The The main difference between Now Assist Similarity and Predictive Intelligence (PI) Similarity in ServiceNow is that Now Assist uses Generative AI (LLMs) to understand context and meaning, while Predictive Intelligence uses classic machine learning (ML) to identify patterns based on historical data.

Ref: https://www.servicenow.com/community/developer-articles/servicenow-predictive-intelligence-or-now-as...

https://www.servicenow.com/docs/r/intelligent-experiences/predictive-intelligence/predictive-intelli...

how PI is used in conjunction with AWA?

Predictive intelligence however uses Machine Learning to predict the category and assignment group based on historical data. If you wish to include this level of intelligence into AWA, Agent Affinity may be used.

Ref: https://www.servicenow.com/community/agent-chat-routing-and-sidebar/advanced-work-assignment-awa-faq...

[rpriyadarshy]

@Mohammedryw  With on going time and technology trends our Solutions also SHifted.

Few Years back We uses Predictive Intelligence Solutions for Many Use Cases- Like Find SIMILAR INCIDENTS, CLASSIFY Assignment Group of an INC etc etc. - PI Solutions uses Underlying AI ML Engine.

Now Assist Uses LLM (Open AI, Google Vertex, Azure Open AI) etc for all Its Skills and One of the SKILL Ur Talking about is Similar Incidents . Now Assist uses GAF for Clustering and Grouping Incidents which Utilizes Large Language Model.

Another Classis Example

Auto Assignment of Incident 

>> Assignment Rule u can do It

>> when Predictive Intelligence arrived we Started Doing same using CLassification Solution of PI

>> LLM Came and now we use AI Agent for Incident Assignment.

 In Summary as Below

Now Assist	Predictive Intelligence
Generative AI (GenAI) suite built into workflows, powered by large language models (LLMs) to generate/summarize content and respond in natural language.	Machine Learning (ML) capability to create and train predictive models for outcomes using frameworks like classification, similarity, and clustering.
Improves productivity and self‑service via GenAI “skills” (e.g., conversational experiences, summarization, content generation) embedded where work happens	Automates and enhances decisions by predicting values and organizing work using trained models (classification/similarity/clustering) accessible to apps via API.
“Now Assist in Virtual Agent” uses LLMs to create a natural‑language conversational experience to improve self‑service workflow success.	PI is a platform ML layer; its models can be invoked by applications via API (often used for classification/similarity/clustering use cases rather than free‑form conversation).
Delivered as Now Assist products (e.g., Now Assist for ITSM/CSM/HRSD/Creator) and provides GenAI capabilities within workflows; customers can also use model/provider flexibility via ServiceNow framework.	You create/train solutions in PI (classification/similarity/clustering) and then invoke trained solutions via an API from any ServiceNow application.
Licensing is tied to Now Assist products; consumption is measured by “assists” and you engage your account rep for licensing specifics.	PI is a platform function and Included as a Part of Subscriptions Like ITSM Pro, HRSD Pro etc. etc.

Hope Its Clear

RP

[Aditya_hublikar]

Hello @Mohammedryw ,

Predictive AI predicts or suggests values in ServiceNow using past (historical) data. It learns patterns from old records and can automatically suggest things like category, priority, or assignment group for incidents. For example, if Wi-Fi issues were usually handled by the Network team, Predictive AI can suggest that group when a similar incident is created.

Now Assist is a Generative AI assistant that helps users by writing, summarizing, or generating text. It can summarize incidents, generate resolution notes, suggest replies to users, or create knowledge articles.

It is based on Generative AI (LLM like Chatgpt) , It helps users by writing, summarizing, explaining, or generating responses.

You can refer this more details :

https://www.servicenow.com/community/developer-articles/servicenow-predictive-intelligence-or-now-as...

https://www.servicenow.com/community/intelligence-ml-forum/which-is-better-to-use-generative-ai-with...

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

[Aditya_hublikar · Accepted solution]

Hello  @Mohammedryw ,

I hope you are doing well . Does my response helps you ?

If my response helps you then mark it as helpful and accept as solution.

Regards,

Aditya